So how exactly does Starbucks make its bucks?

Let's start where a customer service blog should by praising the folks who work there. They are invariably polite. They go out of their way to be helpful. Service at Starbucks is excellent.

However, any drink order in any one of their many shops and you'll have a minimum 10-minute wait time.
This is true when they are very busy, or when you are the sole person at the counter. Doesn't matter if it's a simple drink like iced tea that is ready to pour from a pitcher, or one as complex as a latte.

Therein lies the reason for my titular query: If each $5 drink takes 10 minutes to prepare, Starbucks is selling 6 drinks per hour per barista. That would come to gross income of $30/hour.

Rent? Payroll? Materials? Product? What could be left? Yes, I know they are a profitable company.

It's just puzzling that so much staff time can be vested in cooking up our drinks and Starbucks can still make money.

Is some dumbass costing you your business?

Maybe not all your business, but an inattentive clerk can cost you money!

By RRZEicons (Own work) [CC-BY-SA-3.0 (http://creativecommons.org/licenses/by-sa/3.0)], via Wikimedia Commons

Not everyone will, as I have twice, walk out when the clerk is too busy with his IPad to even look up when I come to the counter. Admittedly, he did grunt when I turned to walk away, so perhaps he did notice my presence. What he did not do was acknowledge me in any way.

You understand that I went in to spend money in your store, and I walked out without spending any of it.

Customers by definition are people bringing their custom or trade to your shop. They expect to be served, waited upon, and acknowledged. If you have people working for you who do not serve your customers when they come in to buy from you, some of your customers wil walk out. Some of them will never return.

Who is representing you?

How your employees interact with your customers reflects on your business. They are your representatives, and should be advocates for your company. Your staff reflect on your brand, your business, and you.

For instance: That surly young woman at the check out does a disservice not only to your patrons, but to your business as a whole. She is not the face you want to show to your customers. Sending her out to give samples of this week's special pastries may even drive business away.

Everyone who deals with your public should have a smile on their faces. And it's true that a smile when you're on the phone can be heard right through the airwaves!


Contact us: cleanlists@gmail.com.

Experience is an advantage you cannot devalue! ®

A Survey A Day....

Keeps the customer in play....

When you ask customers what they think about your services you strike a delicate balance between making them feel like they are working for you, and making them feel like their input matters.

Rule #1 Make the survey short, fun and easy,

Rule #2 Thank them for their responses.
2a] Your appreciation can be shown by sharing feedback with them
2b] A chance to win a prize is always a nice thank you.
2c] Let them know when the suggestons they've made have led to changes.


Your input is always valued.

Contact us at cleanlists@gmail.com with any suggestions, or comment in the comment box.

Experience is an advantage you cannot devalue! ®